SATS Issue 39

39 ISSUE JUL 18 SATS SCORES AT FHA CHALLENGE 2018!SATS CENTRALIZED SATS CATERS FOR MAY DAY SATSDOCUMENTS THE MEDIA AT THE AWARDS BOWLINGHANDLING PROJECT TRUMP-KIM SUMMIT 2018 FUN! 2018See Page 5 See Page 11 See Page 13 See Page 15

COVER STORY SATS BAGS MULTIPLE AWARDS AT FHA CULINARY CHALLENGE 2018 It was yet another proud achievement for Team SATS at the biennial FHA 2018 held at the Singapore Expo from 24 April 2018 to 27 April 2018. The series of competitions saw four days of intense cook-offs; Team SATS bagged a total of nine awards - a Silver medal in the “Gourmet Team Challenge” category; two Silvers and six Bronzes in the “Individual Challenge” category. With a theme of \"A Story of Seasons\" for the team challenge, an array of diverse flavors that are unique to each season were presented in a buffet repertoire consisting of selections of bread, tapas, appetizers, soup, salads, seafood, meat platters, desserts and a live station. From hearty wintry vegetables to earthy springtime abundance, the team handpicked the seasonal ingredients to bring together a kaleidoscope of textures, aromas and tastes. Our desserts captured the hearts of the judging panel, with Valrhona chocolate, yuzu and orange cake being acclaimed as the best glazed cake the had seen in the entire show! Our chefs have also competed individually in the Asian Meal, Poultry and Fish/ Seafood categories. The numerous awards won were a true testament to our chefs’ culinary expertise in their various specialties. “Kudos to the support teams, mentors and the culinary team, 4 of whom have never competed in team gourmet. I am very proud of our achievements in both categories. None of these would have been possible if not for the amazing teamwork and hard work of our chefs!” says Mr. Daryl McAlea, Team Leader of ESC.2

PARAMOUNT INITIATIVES TERMINAL 3’S PREMIER CHECK-IN LOUNGE STARTS OPERATIONS! SATS Passenger Services welcomes a new facility, the SATS Premier Check-In Lounge (PCIL), in Terminal 3. During the first phase of its opening, China Eastern Airlines and Asiana Airlines welcomed their Business Class's passengers into the new PCIL on 4 June 2018. Sporting an open concept, in line with Changi Airport Terminal 3's bright and open infrastructure, PCIL3 consists of four seated and two standing check-in counters for the premium passengers and is located at the rear of Check-In Rows 8 and 9Other airlines, namely EVA Air, Jet Airways, and Air New Zealand, in Terminal 3 will come onboard in the second and finalphases of its opening in July and August respectively. Being the descendant of the successful PCILs in Terminals 1 and 2,PCIL3 now provides an exclusive check-in space for First and Business Class’ passengers in Terminal 3 and promises aseamless and comfortable experience for our premium clients.SATS BAGGAGE SERVICESCOMMITS TO SAFER HANDLINGOF AIRLINES’ BAGGAGE\"Safety Begins With Me\" - a message resounded at the Terminal2 Baggage Staff Restroom on 30 May 2018 as the staff of SATSBaggage Services gathered for a series of safety-focused activitiesto further promote safe practices and smooth handling of baggageof our customer airlines and their passengers.This event was led by Mr. Khaw Hock Eng, VP of SATS BaggageServices and graced by Mr. Govinden Sathasivam, GeneralSecretary of SATSWU. Activities were organised in an interactiveapproach with a series of lessons and fun quizzes on recommendedsafe loading practices of passengers' baggage and more for staffto participate and gain attractive prizes. Award recipients smiling after receiving their prizes from the Management teamExciting events taking place in the Baggage Rest Area Moving forward, the \"Safety Begins With Me\" SATS Baggage Safety Programme is projected to continue with more safety-focused activities such as safety talks, quizzes and focusing on group discussions that aim to understand issues faced by the ground teams on adhering to good safety practices. With safety in mind, SATS Baggage Services will continue to ensure smooth and efficient operations for all our customer airlines. 3

PARAMOUNT INITIATIVESRELOCATION OF SATS LOADCONTROL OFFICESATS Load Control has officially moved to its newoffice at C13 on 7 May 2018 after eight months ofpreparatory work. The highly anticipated move ofoffice location presents an opportunityto implementnew technological features that will create a user-friendly office environment for the staff and allowoperations to be more environmental-friendly.Having one of the most paper-intensive functionsin the airport, we strived to reduce our printingoutput by implementing network printers tocentralise printing activities, and archiving ourdocumentation via e-filing. Our paper usage hasdrastically declined after the initiative.Another initiative was to have multiple systemplatforms for the staff to combine the outputs ofvarious system platforms that received informationfrom the airlines. The team can now toggle betweenseparate platforms that hosted the airlines'Departure Control System (DCS) with ease.To enhance our services to our customers further,we have successfully integrated the SingaporeAirlines' (SQ) and SilkAir's (MI) Departure ControlSystem (DCS) into our operating system. Thiscollaboration will help SQ Ground Services Division(GSD) to deliver significant cost-saving as existingassets and networks are no longer required to hostSQ/MI's DCS.INAUGURATION CEREMONY FOR EVERGREEN SKYCATERING CORPORATION’S NEWLY BUILT UNIT II Evergreen Sky Catering Corporation recently held With just 772 days from groundbreaking on 4 an inauguration ceremony on 18 May 2018 for its December 2018, the new unit obtained the permit newly built Unit II. The new magnificient unit, stands issued by the local government on 15 January 2018. in front of the gate of Taoyuan International Airport, Administrative personnel moved into the new unit is located at No. 3 Hangqin North Road, Dayuan on 23 March 2018 after obtaining the registration District, Taoyuan City. The SRC structure unit with certificate on 5 March 2018. On 15 May 2018, 21,791 square meter land space and 62,859 square 45,000-meal full production and equipment were meter floor space has four levels above ground moved to the unit successfully within one night. It and a single level underground was designed to is a rare example in the in-flight catering industry. maximise the use of limited space, optimise energy saving and satisfy high level food safety structure On the inauguration day, Evergreen Sky Catering and operation. It will have a capacity of up to Corporation was awarded a 3-year catering 70,000 meals per day. contract from Royal Brunei Airlines. Currently, Evergreen Sky Catering Corporation serves 274 international airlines.

PARAMOUNT INITIATIVESSATS CENTRALIZED DOCUMENTSHANDLING PROJECT In a bid to streamline the handling processes and tracking of Cargo documents from the start until delivery to the aircrafts, a \"Centralized Documents Handling\" project was initiated, which uses technology to log actions conducted by SATS. Along with the project, there will be a revamp of the offices to promote a warm and forward-looking working environment. Details of the project are as followed:  All AWBs that come through our terminals will be scanned and accounted for through the use of barcode tagging.  There will be team visibility on the dashboard that shows the progress of every stage to allow them to spot and correct any unexpected issues with a shorter lead-time.  Delivery of documents to the aircrafts will be tracked to ensure documents are uplifted.  Document storage areas will be equipped with intuitive lightings to help staff to place documents in their allocated areas. 5

SATS COMMUNITY CELEBRATING HARI RAYA AT SATS On 16 June 2018, our SATS Gateway team, led by our Executive Vice President Gateway Services, Mr. Yacoob Piperdi, dressed in traditional festive outfits, visited various operations areas and mingled with our ground staff. Tokens of appreciation were given out to thank the staff for their hard work during the festive season. Here’s wishing Happy Hari Raya Aidilfitri to all our Muslim friends. SATS recognizes our staff who performed well and awards them for their hard work and effort. We are proud to share with you our staff employees for the month of March, April and May 2018. MARCH 2018 Yeo Kheng Siong, Paran Jose III Aralar, Shalini a/p Periatampy, See Eng Hoo Danny, Sek Lan Wei Sharon, Mohamed Sani Bin Yahya, Lim Meng Yeow Alfred, M.A.Mohanan, Gan Lam Sin, Norman Bin Idris, Chua Sock Huan, Tang Ee Mui Ellen, Jagtar Singh Mangatt, Ting Siew Hiong Mabel, Phua Kai Ling Karen, Chan Yoke Sim Geraldine, Ho Toon Nam Mike, Junaidy Bin Adam, Pramananthan A/L Letchumanan, Ee Seng Poh, Jesabel Cagulada, Moses Catabay Alambra & Yap Eng Kuan. APRIL 2018 Hemanraj A/L Pannirselvam, Magbual Jackie Lou Mateo, Mohamad Aidil Bin Md Taib, Thilip Kumar A/L Krishnan, Najumudeen Mohamed Ikbal, Khamis Bin Gasali, Chua Swee Hong, Shaktivelu Ishvaran, Syeikh Haikal Bin Shikh Abdullah Al-K, Muhammad Kamil Bin Md Salleh, Lim Meng Bee, Diana Almonte, Mohamed Dhali Bin Mohamed, Siti Wahidah Binte Ali, Shih Yi Ting Catherine, Rohana Bte Barik, Tang Siew Khim Alice, Ng Voon Kai, Mohan A/L Chandrasekaran, Mohammed Naseer B A Jalil, Lee Jian Jie Jovin, Prabadaran K & Hanapi Bin Amin.6

SATS COMMUNITY MAY2018Rahmat bin Muhammad, Baharudin Bin Ishak, Chin Lih Chuen, Mohan A/L Gopal, Sarinah Binte Dillah, Ramesh Subramaniam,Lim Yong Quan Jason, Song Jian, Jusari Bin Suptu, Yee Chiaw Ling, S A Mallika, Ching Puay Koon, Chan Yu Tong Alvin, Liu ErTing, Nor’Aidah Binte Salleh , Hasnah Bte Mohamed Taib , Elanggopane S/O Tharamalingam, Sumathy A/P Govendasamy ,Rose Izyan M Ridhwan, Tan Ching Lee, Nurulfarah Liyana Binte Nor Rashid , Ignatius Chung Kin Yip & Chan Sern Woon DavidRenewal Partnership Across SATS’ Network EXPANDING BOUNDARIESSATS would like to thank the following airlinesfor the continued support! EXPANDING BOUNDARIES IN OUR BUSINESS NETWORKAIRLINE JV, STATIONChina Southern Airlines BSFS, KULShanghai Airlines EGAS (Ramp), TSASwiss World Cargo SATS (Cargo), SINLufthansa SATS (Cargo), SIN Forging New Partnership Across SATS’ Network SATS welcomes the following new customersSpring Airlines SATS (Ground Handling),SIN into our network!VietJet SATS (Ground Handling),SINPeach Aviation EGAS (Ramp), TPE/KHHVanilla Air Inc. EGAS (Ramp), TPE/KHH AIRLINE JV, STATIONEaster Jet EGAS (Ramp), TPE/KHH Solaseed Air EGAS (Ramp), TPE LOT Polish Airlines SATS (Catering), SINJapan Airlines TFK, NRT/HNDSingapore Airlines TFK, HNDIndigo TMFK, MAA 7

CREATING OVERSEAS MILESTONES EMIRATES LAUNCHED A NEW SERVICE TFK BEGAN THEIR TO AUCKLAND VIA BALI (DENPASAR) CATERING SERVICE ON AIR CANADA’S NEW Emirates has launched a new daily service from Dubai to Auckland via the ROUTE TO MONTREAL island of Bali, Indonesia. This new service will be the only year-round flight between popular destinations in Bali and Auckland. TFK began their catering services on Air Canada’s new non-stop flights between The inaugural was held on 14 June 2018. To celebrate this special occasion, Tokyo (Narita) and Montreal, on 2 June our frontline colleagues, dressed in traditional Balinese, welcomed 2018. The catering services include: customers at the check-in area and upon boarding. Passengers received a traditional batik keychain and were gifted with a song while they were 1. Business Class (featuring a Japanese boarding the flights. choice that has Sukiyaki Beef, as well as, a Western Dinner Tray Set with three entrée PT JAS is glad to be Emirate's chosen partner in Bali. choices: Sautéed Fillet of Beef w/Port Wine Sauce, Roasted Chicken w/Chicken Jus, and Sautéed Seabream w/White Wine Cream Sauce) 2. Premium Economy Class 3. Economy Class Flights will operate year-round on Boeing 787 Dreamliner, an Air Canada's flagship aircraft, with daily services during summer peak travels and three-times a week during winter seasons. AIR FRANCE & TFK MARK THEIR 65TH Signing of Multi Year ANNIVERSARY OF WORKING TOGETHER Contract between AF and TFK – from left to Air France and TFK celebrated a special 65th birthday on 14 June 2018. right, Mr. Makoto Fukada, Both companies thanked each other for the loyalty and partnership, President, TFK; Ms. which started in November 1952 after Air France launched their flights Francoise Renon, Inflight to Tokyo. Air France has three flights each day, operating between the Services Purchasing VP, Tokyo Airports & Paris Charles de Gaulle with a capacity of over 900 AF; Paul German, EO, seats a day. Sales & Commercial, TFK, Mr. Masataka Saito, GM, Sales & Commercial, TFK At the birthday celebration, Air France and TFK signed a multi-year Air France gifted TFK contract extension. 10 staff from Air France attended the celebration, with a B777-300 model whom includes Ms. Francoise Renon, VP of Inflight Procurement; Mr. & menu cards from Herve Mahieux, Director of Inflight Product; Mr. Stefan Vanoviermer, GM bygone days - Mr. Isao for Japan & South Korea; Mr. Denis Torres, Regional Station Manager for Shinozuka, Executive Japan & South Korea; and Mr. Francois Perotti, GM for Food & Beverage. Chef, TFK & Mr. Yasunobu Yamazaki, AF Account Many of TFK staff who look after Air France over the years have attended Manager, TFK, enjoy the the celebration too, with the longest serving staff who looks after Air remembering the past France since 1988.8

CREATING MILESTONESPT JAS MOVED ITS AISATS BLR ORGANISES IFTAR PARTYOPERATIONS TO FOR CUSTOMER AIRLINES.JAKARTA SOEKARNO-HATTA INTERNATIONAL A joyful gathering of Iftar was arranged for all airline representativesAIRPORT’S TERMINAL 3 from the customer airlines at AISATS BLR, after the office hours, on 1 June 2018. The event started with fruits and snacks, followed by the traditionalPT JAS moved its operations from Jakarta decadent food, Briyani, which was the highlight of the evening. AISATSSoekarno-Hatta International Airport staff also joined in this \"break-a-fast\" event. It was the 4th consecutiveTerminal 2 to Terminal 3 and started Iftar party at AISATS BLR, which is eagerly looked forward by ourserving the Malaysia Airlines, Saudi Arabian customers every year.Airlines, Oman Air, Qantas Airways andJetstar Asia Airways.Garuda Indonesia, Vietnam Airlines, KoreanAir, XiamenAir, China Airlines, ChinaSouthern Airlines and AirAsia are amongthe carriers that are currently operatingfrom Terminal 3.Some international airlines are still servinginternational routes from Terminals 2D and2E, and they are expected to be operatingfrom Terminal 3 by next year.Celebration Cake for the TFK receives Bronze Award JAS AIRPORT SERVICES65th Anniversary Party SERVED BRUNEI'S SULTAN ‘S VVIP FLIGHT Joko Widodo, President of Indonesian, and Haji Hassanal Bolkiah, Sultan of Brunei met on 3 May 2018 to discuss ways on expanding bilateral ties and trade. A high-profile delegation, led by Sultan Haji Hassanal Bolkiah landed in Soekarno-Hatta International Airport for the discussion. JAS Airport Services was delighted to serve their VVIP Flight.One of the famous passengers Flowers sent by AF + who flew from Paris to Tokyo KLM Tokyo to TFK over the Years - 9

CREATING MILESTONES PT JAS WELCOMES AIR NEW ZEALAND! Air New Zealand (NZ) has officially cutover to PT JAS for its ground handling in Bali, Denpasar (DPS) on 7 April 2018. PT JAS serves the airline's seasonal flights between Auckland and Bali, with up to five weekly services on B787-900. Ms. Dorothy Lee, Senior Manager of Airport Asia; Mr. Roger Mc Gregor, Station Manager of NZ DPS; Mr. Ibrahim Bin Mohamed Salleh, COO of JAS; Mr. Subiyono, DDO of JAS; and Mr. Simon Ng, GM of JAS's Commercial attended the celebration, which was held on the same day. A cake cutting ceremony was held at the gatehold room to commemorate this special occasion and the PT JAS team who dressed in traditional costume, welcomed the passengers who are boarding the NZ flight, with a sing-and-dance performance and distributed traditional batik keychain and rice cone to them. Congratulations to NZ and PT JAS team on the successful partnership!SINGAPORE AISATS DEL ORGANISES SAFETY CAMPAIGN On 15 May 2018 to 18 May 2018, AISATS DEL organised a safety campaign that was inaugurated by Mr. Hoa Kai Ee, Senior Vice President of DEL & IXE, in the presence of Mr. PP Singh, Head of DIAL Safety & Compliance at D-49 RAMP office. During the campaign, the safety team observed various turnaround flights; interactive sessions were also conducted with the GSD team on significance of preventive and scheduled maintenance of GSE, and safe operations awareness with the cargo team. SATS PREMIER LOUNGE CELEBRATED THE ANNUAL DUMPLING FESTIVAL SATS Premier Lounge celebrated the annual Dumpling Festival, also known as the Dragon Boat Festival or \"Duan Wu Jie\", with our premium passengers on 18 June 2018. Steaming hot pyramids of delight, accompanied with Oolong Tea, were served in the lounges. These dumplings, wrapped in bamboo leaves, are filled with glutinous rice, chicken and chestnut. The responses were overwhelming as passengers went back for a second serving! We hope that everyone loves the pyramids of delight as much as we do. Do keep a lookout for our next surprise event! 10

SATS SHARES JOY WITH CREATINGAIR FRANCE-KLM ON ITS MILESTONES85TH ANNIVERSARY OF THESINGAPORE- AMSTERDAM ROUTEAir France-KLM has recently celebrated its 85th anniversaryof Singapore - Amsterdam (SIN - AMS) route. SATS helped toset up, made beautiful cakes specifically for the anniversaryand celebrated with the airline.Mr. Gary Denson, Regional Station Manager of Air France-KLM, wrote in specially to express his appreciation to Ms.Patricia Chew, Airlines Relationship Manager of SATS Cateringon proactively going the extra mile to ensure the event wassuccessful, with additional details to the cake and set up atthe check-in, upon knowing that the event became moreformal with the attendance of COO of KLM.We are glad to be part ofAir France-KLM’s special celebrations.SATS CATERS FOR OVER 2500 JOURNALISTS AT TRUMP-KIM SUMMITBeing the primary sponsor for catering at Buffet and live stations set-up at the Team SATS!the historic Trump-Kim Summit between International Media Centre10 June 2018 to 13 June 2018, SATS Cateringhad an integral part to play - to keep audience, local favourites such as Chicken Rice and Laksa were also served at thejournalists' tummies satisfied while they live stations.cover the summit from the InternationalMedia Centre at F1 Pit Building. Our “The success of such a massive catering event can only be attributed to the strongkitchens and staff worked tirelessly to teamwork and support from everyone involved. The great feedback received fromensure daily lunch and dinner services the international media sets the stage for more culinary features and coverage forwere timely prepared and delivered SATS,” says Chef Rick Stephen, Director of Kitchens.promptly to the site.Members of the media industries weretreated to an extensive menu that offers45 dishes across 15 cuisines ranging fromMalay, Indian, Vegetarian, to Australian,Middle Eastern, French and Orientalcuisines, and more. Leveraging on the\"once-in-a-lifetime\" opportunity topresent a taste of Singapore to a global BRITISH AIRWAYS SINGAPORE CELEBRATES THE ROYAL WEDDING! Prince Harry and Meghan Markle has officially tied the knot on 19 May 2018. It was a joyful moment for the British Royal Family. Being the National Carrier of the United Kingdom, the BA team made the effort to share this happy moment with all passengers travelling on BA. All staff added a corsage to their BA uniforms to mark respect and well wishes to the Royal Couple's wedding; SATS Catering gave out cupcakes to all BA passengers, and passengers with the name of \"Harry\" and \"Megan\" were all given special gifts. Passengers were delighted with these special arrangements! 11

UNLOCKINGACHIEVEMENTS BRITISH AIRWAYS' SINGAPORE TEAM RECEIVES AUP INCENTIVE AWARD (APRIL & MAY 2018) The BAteam has achieved theirAirport Upsell Performance target once again in the month of April and May! The local BA team recognises the team effort contributed to the AUP and incentive awards were given out to five top scorers in April for their excellent achievement at the award ceremony held on 30 May 2018. May was a record-breaking month as nine recipients achieved the AUP awards for the first time in the BA team at the monthly 'BA AUP Extra Incentive'. All nine of them has gone beyond their personal targets. Well done and congratulations to all!TFK WINS MEDINA QSAIEXCELLENCE AWARDTFK Corporation Haneda was awarded the 'QSAIBronze Award for Food Safety & Quality (AsiaRegion)' at the '2017 QSAI Excellence Awards'event held in Bangkok, Thailand on 10 May 2018.Each year, there will be awards given out tocaterers worldwide in recognition of food safetyand quality, as well as, dedication to passenger'ssafety and satisfaction. More than 250 caterersare competing for the awards in 70 countries,with nine awards given in three regions; makingthis award a distinct honour for TFK.SATS SCORES ANA QUALITY AWARD (OVERSEAS STATION) SATS is proud to announce that, ANA SIN's station came in as based on the overall results of 'Safety', 'On-Time Performance one of the top 3 stations for the ‘ANA Quality Award (Overseas (OTP)', 'Customer Satisfaction Index (CSI) Score', and 'Quality Station)’. Improvement and Effort Evaluation' in 2017. ANA's HQ organised the 12th ‘ANA Quality Awards’ ceremony, Mr. Johnny Chan, Station Manager of ANA expressed his in recognition of both domestic and overseas' stations that appreciation to the various business units in SATS for their achieved the standard of \"Customer-Oriented Operation\", dedication and contributions. SATS is delighted to celebrate based on the ANA Operations and Airport Services' safety the receiving of this award with ANA, and we look forward to standards. The ceremony was held in Tokyo, Japan in May more opportunities in the near future. 2018, and the judging criterion for this prestigious award is12

UNLOCKING ACHIEVEMENTS 2018 BEST GREEN AIR CARGO TERMINAL OPERATOR AFLAS AWARD SATS is honoured to receive the 'Best Green Air Cargo Terminal Operator' award at the 2018 Asian Freight, Logistics and Supply Chain Awards (AFLAS), organised by Asia Cargo News, which was held in Shanghai at the Wanda Reign on the Bund on 15 May 2018. This event recognises the transport and logistics service providers for their excellence in 'Service Quality', 'Innovation', 'Customer Relationship Management' and 'Reliability'.MAY DAY AWARDS 2018This year's 'May Day Awards', organised by the NationalTrades Union Congress (NTUC), recognises outstandingmen, women and organisations that have created asignificant impact on workers in Singapore. Variousbusiness units in the Labour Movement have steppedforward to nominate staff with excellent contributionsto their working environment, from holding events toforging partnerships and launching new initiatives.On 5 May 2018, Ms. Lilian Tan, SVP of Human Capital;Mr. Daniel Loh, President of the Air Transport ExecutiveStaff Union (AESU); and Mr. Goviden Sathasivam,General Secretary of the SATS Workers Union(SATSWU), received the 'May Day Awards' for theiroutstanding contributions in making a difference toSingapore’s Workforce.Congratulations to Lilian, Daniel and Goviden onwinning the awards! 13

BUILDING BONDS FORGING BONDS AND IMPACTING LIVES AT BOYS’ TOWN Nothing quite bond people the way a game of futsal does. On 8 June 2018, our senior management leaders - including Mr. Alex Hungate, SATS PCEO; Mr. Manfred Seah, Chief Financial Officer; and Mr. Albert Pozo , Chief Digital Officer - together with representatives from SATSWU and AESU as well as volunteers from SATS Staff Association joined the youths from Boys’ Town for a round of futsal. SATS has adopted Boys’ Town as one of our beneficiaries under the President’s Challenge and donated $70,000 towards the provision of financial aid and cooked meals to over 80 children and youths in its residential care. The financial aid goes into supporting the educational needs and fostering service for children who require out-of-home care. This is in line with SATS Foundation’s key thrusts to empower, enable and rebuild lives. The futsal activity organised for senior management and unions, together with the youths from Boys’ Town, was significant as it marked our inaugural session to kick start the support from SATS. Aside from the monetary donation, SATS employees can also volunteer at Boys’ Town during their leisure hours. This self-initiated volunteer work will fall under the third tier of the SATS Volunteering Programme known as ‘Beyond’, where employees can go beyond by taking on important adult supervision roles in Boys’ Town through engagement activities such as sports, tuition and music lessons.14

Female category winners BUILDING BONDS Male category winners BSoAwTSling Fun! 2018 The annual customer event, ‘SATS - Bowling Fun! 2018' was held on 11 May 2018, at a new location: OrchidBowl @ Our Tampines Hub. The objective of the event is to provide a platform for our clients and staff to interact and have fun together. There were three winners for each male and female categories. Mr. Fong Siew Kar (British Airways) brought back the champion medal under the men’s category again, while Ms. Elfa Aisha (Silkway West Airlines) won the female’s category with a score of 254. Congratulations to all the winners and we look forward to your participation again! Men’s Champion Mr. Fong Siew Kar (BA) Women’s Champion Ms. Elfa Aisha (7L) Men’s Runners up Mr. Al Shiddiq Rizal (TH) Women’s Runners up Ms. Michelle Tang (SQ) Men’s 2nd Runners up Mr. Kwok Kheong Cho (DL) Women’s 2nd Runners Ms. Joan Yuen (KZ) up 15

COMPLIMENTSOn behalf of Vietnam Airlines Singapore, Mr. Tran Van Quang, Station Manager, and the SINVN Airport team would like to express our sincerethanks and appreciation to the SATS/SGSS team.Due to a technical fault (hydraulic leaked) and subsequently aircraft swop, all staff have demonstrated excellent coordination and teamworkto ensure everything runs smoothly; so that the flight VN650 (SIN-SGN) on 17 June 2018 can depart without any significant issue. Two thumbsup!We would like to personally thank Mr. Joey Song, Duty Manager, who had shown excellent leadership and excellent coordination in handlingthe delayed flight, I believed with his years of experience, he is an asset to your company, and we are glad to have him in our team.We are looking forward to the continued support in future! Keep up the good work! Mr. Md Farid Hassan Airport Operation Supervisor Vietnam AirlinesFor VJ916 (SIN-HAN) on 14 June 2018, there was no name-list in the CM DCS, which I would like to thank your staff, Ms. Meena, forresulted in the holdback of few passengers at the check-in counter. volunteering to assist with the Family Service passenger during the arrival of the flight.Later, I found out that VJ HQ commercial adjusted the flight, which has resulted in theflight being cancelled, thus there was no name-list for check-in.However, your operations team lead by Mr. Kwa Tjun Kyet, Manager of Passenger Due to an oversight at our end at the time ofServices, was able to turn the flight smoothly even though manual check-in was preparation, we did not request for specialrequired, with a total booking load of 226 passengers. service in advance; Ms. Meena, without hesitation, volunteered to help out ourThere was great working spirit in the operations team as one of the officers (voluntarily customer to clear the immigration and bag,stopped her course half way) came to help and two other officers sat down to perform rather than letting our customer wait formanual check-in procedure to assure that all VJ passengers can board as per normal. special assistance to arrive.We were impressed with their team spirit given in handling VJ passengers and flight. With her action, we managed to remedy the situation and ensure that special care wasBravo !!! Job well done! provided to our Mr. Vincent Yong customer without Mr. Chuah Chong Wei Singapore Chief Representative any delay. Assistant Manager VietJet Japan AirlinesWe had one of our customers (an elderly gentleman travelling with his spouse) experienced some medical issues onboard on a QF flight fromAustralia to Singapore on 18 April 2018. The customer was assisted to the airport medical centre, but we had difficulties communicating withthe couple, as both were non-English speaking. Fortunately, Mr. Mohamad Rashid, Customer Service Agent (CSA) came to our rescue andassisted with translation.After a couple of tests were done, the medical passenger was referred to the hospital. I realised that the customers needed assistance withtranslation at the hospital, so I checked with CSA Rashid if he can accompany the customers to the hospital and assist them with registration;he agreed after speaking to his superiors.I have learnt that CSA Rashid stayed with the customers until the next morning to assist and arranged to obtain medical clearance from JetAirways as the customers' final destination was in Delhi. He had also escorted them for check-in. All the above was done at Rashid's own timeand he had to report to work later that afternoon.CSA Rashid had acted with empathy, anticipated the customers’ needs and owned the experience. The service CSA Rashid provided to thecustomers is outstanding and admirable!Appreciate if you could pass on our thanks and appreciation to CSA Rashid for fulfilling our ‘Qantas Service Promise’. Great work! Mr. V.Arul Duty Airport Manager Qantas AirwaysFor any feedback or enquiries, please contactMs. Jace Hu (+65 6541 3909, [email protected]).Passion To Delight is for the private and general information only of our clients and partners. SATS Ltd. and its group of companies (“SATS”) make norepresentation or warranty as to the accuracy, adequacy, completeness or reliability of the contents. SATS expressly disclaims any liability whatsoeverfor any loss or damages howsoever caused arising from or in connection with the use or reliance of the whole or any part of the contents in any formwhatsoever.SATS Ltd. 20 Airport Boulevard, SATS Inflight Catering Centre 1, Singapore 819659 • www.sats.com